Over 50% of consumers will shift to other brands
if companies don't routinely anticipate their needs. The reactive customer
service era is over, making way for the rise of Agile Customer Experience that
goes hand in hand with martech and strategic foresight.Customer care leaders highlight as top priorities over
the next 12-24 months: to retain and cultivate the best professionals,
to design and implement simplified CX while reducing cost and call
volumes, and to build innovative digital care ecosystems.
CUSTOMER EXPERIENCE SESSIONS AND TOPICS OVERVIEW PEOPLE CULTURE | INNOVATION | BUSINESS STRATEGY | CX METRICS
Understanding The New Customer – myths, facts, tactics Empowering Employee Voice for a better EX – CX mix. Strengths and vulnerabilities of Cross Functional, multiskilled teams. Data Security and Compliance challenges for multichannel CX. Hybrid Operations and people management solutions. Customer Intelligence strategies for personalized brand interactions. XM (Monitoring Experiences) for smart prevention and business optimization. Voice of the Customer programs and Conversational CS training solutions. 360° Agile Metrics (Real Time) for ops, people and financial alignment. The rise of Revops (Revenue Operations) for unified experiences and increased ROI. Immersive Technology in customer experience management.
general business areas
| Telecom | Retail | Finance | IT&C | Marketing | Healthcare | Business
Consultancy | Advertising | People Management | Research | Law | Audit | Retail
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